The Consumer Affairs Officer shall implement, investigate, analyze and resolve consumer problems and complaints in a timely manner. The Consumer Affairs Officer is tasked to ensure implementation of the Bank's consumer affairs processes and guidelines.

A. Management

1. Ensure implementation of Consumer Affairs programs, policies and Procedures.

2. Provides insights into developing recommendations for corrective/improvement of the Bank's processes, guidelines and procedures relating to consumer affairs.

3. Provide alternative modes of resolution, such as conciliation, mediation and arbitration to achieve settlement of the concern/complaint.

B. Operations

Consumer Affairs (Complaints Management, Inquiries and Customer Assistance)

A. Receive, log and acknowledge consumer inquiries and complaints in a timely manner through the following channels: walk in, website, Facebook page, electronic mail, letters and phone calls. The Bank's commitment shall be expressed to the consumer including the processes and timelines.

B. Endorse/Report the received complaints (from directly reported in the bank or from BSP) to the Corporate Communications Head until the next banking day and ensure immediate escalation of any significant complaint to concerned units of the Bank.

C. Prepare correspondence in communication with the complainants regarding the bank's resolution and recommendation to achieve settlement of the concern/complaint.